Facilities Helpdesk Operative

Main Duties

Dealing with a wide variety of maintenance related issues and repairs from University schools/departments, which will be received via telephone and electronic systems. The post holder will provide a high level of customer service, building strong relationships with Estates Stakeholders whilst maintaining a high level of professionalism and delivering service in line with the department's strategic objectives. Engaging listening skills to maintain a high standard of service delivery by ensuring that vital details of issues received are recorded accurately; specifically focusing attention on the exact location, any related health and safety issues and relevant customer contact details.

The post holder will be required to review the information provided in order to make an accurate first assessment and identify the relevant priority level and area of responsibility. To ensure an effective and efficient level of customer care by investigating enquiries relating to outstanding/incomplete works; liaising with relevant parties and providing detailed feedback to the customer in order to effectively manage expectations and agree timescales for delivery. To accurately assess and identify queries that do not fall within the Maintenance remit (such as pest control) and provide assistance and guidance by either redirecting the call to the relevant department or providing the necessary information to guide the customer towards the correct channels in order to obtain a resolution to their queries. To deal with emergency situations in a calm and collected manner and in line with Estates Office and University practices and procedures, liaising with Emergency Services and/or Security where required, relaying detailed and accurate information to the relevant parties and adhering to the relevant escalation procedures.

To play a key role in assisting University schools/colleges to adhere to statutory fire safety compliance by making relevant arrangements for scheduled fire alarm activations upon request of a pre-arranged drill. To act as primary surface radio contact for subway access and movements. To play a key role in KPI reporting and customer communication by accurately and efficiently recording data onto the CAFM system from various sources, such as service report sheets, to ensure that the information held is verifiable and a current reflection of the present position. To play a key role in efficient service delivery by assisting with Maintenance enabling works by making relevant arrangements for fire alarm system isolations upon request. To ensure optimal efficiency and accuracy by performing a regular review and administration of the CAFM system to ensure data is relevant and current. To assist the Maintenance Support Coordinator in the identification of current trends via the analysis of data held within various systems, or provided via various reporting tools.

To play a lead role in contractor inductions and ensuring compliance with Contractor Management processes and procedures, assuming responsibility for maintaining the information on the Who's on Location Management of contractors system. To work in collaboration with the BIM and Technical services teams to ensure that asset information, such as the Lift Numbers and Locations Referencing Guide, is regularly maintained and current, to ensure accurate and efficient fault location reporting. To be responsible for the monitoring of the team's central repairs inbox; reviewing, identifying and allocating items to the relevant sub folders, prioritising and taking necessary action as appropriate. To be responsible for updating and maintaining filing systems for correspondence, reactive, planned and statutory maintenance work and work related documentation making sure that all information is cross referenced and stored in a logical and accessible manner. To review circulated documentation such as shutdown notices, and identify and pre-empt potential issues or queries which may arise from such circulations, storing information logically in order that it is easily accessible for reference purposes. To play a key role in Fire Safety Compliance by assuming responsibility for the Contractor Building Evacuation register ensuring that Contractors attending site are made aware of emergency situations within the Estates Office and are able to safely evacuate the building. To raise order requests, cross-referencing information given against job numbers and checking invoices, passing for payment if authorised and investigating any discrepancies with suppliers as necessary.

General Clerical Tasks

• To attend Maintenance meetings and team briefings as required; taking minutes and contributing to discussions.
• Ensure any minutes taken comply with the departmental style guide, are legible and presented in an appropriate layout.
• To assist with administration tasks in other areas of the Estates Office as and when required e.g. to cover for staff absence/sickness and provide help and cover to other secretarial and administrative staff, particularly the reception areas during busy periods.
• Other reasonable duties as and when required to assist in the effective and efficient operation of the Estates Department

Person Specification

Essential

• 3 GCSE's or equivalent (GCSE passes in English Language and Mathematics (or equivalent))
• Professional and friendly telephone manner, able to deal with customers at all levels.
• The ability to make sensible decisions in response to queries and be able to work in a high pressure environment.
• A high level of competency and sufficient experience in IT skills, good knowledge of Microsoft Office especially Word, Excel and Outlook.
• Significant experience in a similar customer service role is essential.
• Excellent attention to detail and high accuracy levels in both numeracy and literacy.
• Flexible and able to adapt easily to new situations and evolving workloads.
• The ability to work autonomously on one's own initiative as well as be able to work as part of a team.
• The ability to plan his/her workload around fluctuating call levels and customer demands
• Experience of dealing calmly with customers under challenging conditions.
• The post requires a person of smart appearance, a high level of confidence and customer service delivery, with excellent interpersonal and communication skills.

Desirable

• Proactive approach to the job, ability to evaluate tasks and suggest improvements.
• Familiarity/experience of working in a busy workshop/technical environment including confidence in the use of radios.
• Minute writing skills

Closing Date 7 Jun 2019